Information Technology Customer Support Specialist

OverviewInformation Technology Customer Support Specialist at KBR, Inc. This is a contingent position based upon contract award.ResponsibilitiesProvides first line (Tier 1) IT technical support to end users for account administration, distribution of software and documentation, system/network status, and problem entry, via ITSM tracking tool.Answer incoming phone calls with high availability, respond to technical questions, and perform minor troubleshooting regarding computer hardware/software or security administration.Monitor high-traffic ticket queues to meet defined team service levels.Collect and document information for issue escalation to appropriate support teams.Support and collaborate with peers and lower-skilled employees as part of a team.Perform assignments as objectives with goals and processes to meet them; apply job skills and company policies to complete tasks.Resolve issues that may be complex in nature, using judgment and all available resources.Provide first contact resolution via phone for account administration, hardware/software/security issues; document all information in the ITSM tool; meet objectives (e.g., 90% of calls answered within 20 seconds).Interact professionally with supervisor, peers, and customers, exhibiting empathy in all interactions.Work with minimal supervision; complete routine tasks with limited instruction beyond basic training.Work independently and with customers to provide customized solutions using standard software products and approved process guidelines.Suggest ideas, including one Tier 0 automation process, to improve the Service Desk.Maintain knowledge base, individually or as a team.Rotationally operate as a support coordinator during high call/ticket traffic and major incidents.Use dashboards to monitor individual KPIs and reporting to ensure performance expectations are met.Demonstrate a desire to learn and pursue continual self-improvement.Utilize basic knowledge of tools such as Microsoft Office 365, CyberArk, MFA (Symantec VIP, RSA, DUO, Microsoft Authenticator), on-prem and Azure Active Directory, VDI/Citrix, LogMeIn Rescue, MS Teams, Cisco Jabber, and Cisco IP Communicator.Required Skills And ExperienceSecurity Clearance: Active TS/SCI and willingness to sit for a polygraph upon pletion of a 2-year technical program in Information Technology, Computer Science, or related field.At least 2 years of experience as a LAN Systems administrator.At least 2 years of experience debugging software, hardware, printers, and peripherals.Advanced training in Microsoft Office Professional software (Word, Excel, PowerPoint, Outlook, Access, Internet Explorer).Proficiency with Microsoft Office suite.Proficiency with internet and administrator-level operating systems.Ability to diagnose and repair hardware components and software applications.Ability to build office networks and troubleshoot copper and fiber optic network equipment.Experience collecting, analyzing, and summarizing data and preparing daily reports/work orders.Knowledge of IT support functions at overseas facilities.Ability to work in a fast-paced environment with multiple tasks and changing priorities.Excellent organizational and time management skills.Strong proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).DesiredBachelor’s degree in an IT-related field.Basic Compensation63,100 – 94,600 Annual ( Maryland area only ).The offered rate will be based on the selected candidate’s knowledge, skills, abilities, and/or experience and in consideration of internal parity.Additional CompensationKBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may include sign-on bonuses, relocation benefits, short-term incentives, long-term incentives, or discretionary payments for exceptional performance.BenefitsKBR offers a selection of competitive lifestyle benefits which could include a 401K plan with company match, medical, dental, vision, life insurance, AD&D, FSA, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.Belong, Connect and Grow at KBR. At KBR, we are committed to a Zero Harm culture and a People First philosophy.KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status, or beliefs, or any other characteristic protected by law.R2102420 #J-18808-Ljbffr

Created: 2025-10-01